Help
Answers to the questions we get most. Can’t find yours? Write to us.
Try another word, like refund, customs or size. Or write to us and we’ll answer it.
Write to usMost asked
Topics
Still unsure?
Write to us with your order number if you have one, and we’ll help you from there.
Orders & tracking
Where is my order?
We email you a tracking link as soon as your order is dispatched, usually within 24 hours.
You can also track it any time with your order number or tracking number.
My tracking hasn’t updated
Tracking can pause for a few days while the parcel moves between carriers.
If nothing has changed for 5 working days, write to us with your order number and we’ll check it with the courier.
Can I change or cancel my order?
Yes, as long as it hasn’t been dispatched. Orders usually leave within a working day, so write to us as soon as you can.
Pre-orders can’t be cancelled once placed.
Can I change my delivery address?
Write to us with your order number and the new address as soon as possible. We can change it until the parcel is handed to the courier.
I didn’t get an order confirmation
Check your spam or promotions folder first.
Still nothing? Write to us with the email address you ordered with and we’ll send it again.
It says delivered, but I don’t have it
Check with neighbours, your building’s reception and your local post office first. Couriers sometimes leave parcels nearby.
Then write to us with your order number and we’ll ask the courier for proof of delivery.
My piece is damaged, or I got the wrong item
Write to us as soon as possible with your order number and a photo of the piece and its label. We’ll put it right.
Delivery & customs
How much is delivery?
Standard delivery is free on every order, with tracking.
How long does delivery take?
Orders are dispatched within 24 hours. In the EU they usually arrive in 2–8 working days, and in other countries in 4–12.
Pre-order pieces ship on the date shown on the product page.
Which countries do you deliver to?
We deliver to the EU, the UK, Norway, Switzerland, the US and other countries. Checkout shows whether we deliver to your address.
Will I pay customs duties or import taxes?
Not in the EU, the UK, Norway, Switzerland or the US. Duties and taxes are included in the price, and we pay them.
In other countries, the carrier may charge import fees on delivery.
Will my order arrive in one parcel?
Yes. If your order includes a pre-order piece, everything ships together once that piece is ready.
Which courier delivers my order?
It depends on your country. Your tracking page shows the carrier delivering to your door.
Size & fit
How do I find my size?
Open the size guide on the product page. It shows the fit, the garment measurements and how to measure.
The easiest check is a piece you own that fits well: lay it flat and compare.
Are the measurements of the garment or the body?
The garment, measured flat. Allow ±2 cm, as knits and natural fibres vary slightly.
What size is the model wearing?
The line under the sizes shows the model’s height and the size they wear. Men’s and women’s pages each show their own model.
Do the pieces fit both men and women?
Many pieces are unisex. Women’s pages show the women’s fit and model, and men’s pages the men’s.
I’m between two sizes
Look at the fit scale in the size guide. For a closer fit take the smaller size, for more room the larger.
Not sure? Write to us with your height and usual size.
Pre-orders & restocks
How do pre-orders work?
You reserve your size now and pay in full. We ship it as soon as it’s ready, on the date shown on the product page.
When will my pre-order ship?
Each pre-order size shows its expected ship date under the buy button on the product page.
We email you a tracking link as soon as it’s dispatched.
Why is only my size on pre-order?
Pre-order is set per size. Sizes in stock ship within 24 hours, and sizes on pre-order ship on their date.
Can I cancel a pre-order?
Pre-orders are produced for the orders we receive, so they can’t be cancelled once placed.
A size is sold out. Will it come back?
Many pieces come back. Leave your email on the sold-out size and we’ll let you know when it’s available again.
Materials & care
How do I care for mohair?
Hand wash cold or dry clean, then dry flat. Don’t tumble dry or wring it.
Store it folded rather than on a hanger so it keeps its shape. A little shedding at first is normal and settles after a few wears.
My knit is pilling. Is that a fault?
Light pilling comes from friction and is normal for soft knits. Remove it gently with a fabric comb.
Where can I see what a piece is made of?
Under Composition on each product page, together with the care instructions.
Do the colours look like the photos?
Colours can look slightly different between screens. Write to us if you’d like a detail checked before you order.
Payment & prices
Which payment methods can I use?
Card, Apple Pay, Google Pay, Shop Pay and PayPal.
Which currency will I pay in?
Prices show in your local currency where available, and you pay in that currency at checkout.
Is payment secure?
Yes. Payments are encrypted and processed by Shopify, which is PCI DSS compliant. We never see your card details.
My discount code doesn’t work
Enter the code at checkout. One code can be used per order, and codes can’t be added after the order is placed.
Still not working? Write to us with the code.
Can I get a receipt or invoice?
Your order confirmation email is your receipt. Need an invoice with company details? Write to us with your order number.
Returns & exchanges
What is your return policy?
Pieces can be returned within 14 days of delivery, unworn, with the tags on and in their original packaging.
Our refund policy has the full terms.
How do I make a return?
All the steps, including where to start a return, are in our refund policy.
What does a return cost?
In the EU, the UK and Norway, a return costs €15 and an exchange is free.
From other countries, you send the parcel yourself and pay the shipping and any import fees.
Can I exchange for another size?
Yes, within 14 days of delivery. Exchanges are free in the EU, the UK and Norway, and our refund policy explains how to request one.
When will I get my refund?
Once your return arrives and has been checked, we refund your original payment method within 10 working days.
Your bank may need a few more days to show it.
Can I return sale items?
Pieces marked final sale can’t be returned or exchanged.
Can I return part of an offer, like Buy 2, Get 1?
The free piece can’t be refunded. If you return a piece you paid for, the free piece needs to come back too.
Where do returns go?
To our returns centre in Sweden. A return has to be registered first, as our refund policy explains. Parcels that aren’t registered can’t be accepted.
I’ve missed the 14 days
Returns close 14 days after delivery. If something is wrong with the piece, write to us anyway.
Account & emails
Do I need an account to order?
No. With an account you can see your orders and get member perks.
What do members get?
Early access to new collections, private sales only open to members, and updates when pieces return.
How do I stop marketing emails?
Use the unsubscribe link at the bottom of any of our emails. Order and delivery emails still come through.
How do I delete my data?
Write to us at info@amedoree.com and we’ll handle your request. Our privacy policy explains what we store and why.